What to do if you have a Complaint

We realise that things can go wrong and there may be occasions when you feel that we have not provided the policy or service you expected. When this happens we want to hear about it so that we can try to put the matter right. It is important you know that we are committed to providing an exceptional level of service and customer care.

Please note!

Recovery operators are trained and equipped to undertake temporary roadside repairs where applicable and are not in a position to comment on the general roadworthiness or safety of a vehicle, before, during or after a breakdown or repair.

Furthermore, the completion of an emergency repair cannot be taken to signify, or in any way guarantee, the general roadworthiness of the vehicle concerned and attention should always be sought from a garage or alternative place of repair.

If your complaint is about the sale or administration of this policy, please contact:

Cover My
Kempton House
Kempton Way
Dysart Road
NG31 7LE

Telephone: 0208 626 9454

Email: admin@covermy.co.uk

If your complaint is about the handling of a claim, please contact:

Emergency Assist Limited
Complaints Department
Emergency Assist Limited
Exchange Square
PE13 1EF

Our Complaints Procedure

To enable us to remedy your situation in a speedy and efficient manner, we have a documented, formal complaints procedure.

Complaints procedure list

  1. Upon receipt of your complaint, we will acknowledge your complaint promptly to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office.
  2. After having considered the issue, we will advise what action we intend to take and the expected timescales for this. At this time we will give you details of the Financial Ombudsman Service. These can also be found further on in this document along with their guidelines.
  3. In the event that your complaint relates to activities or services provided by a third party, we will advise you of this in writing giving their contact details and the reasons for our decision, whilst also ensuring that your complaint is promptly forwarded to the appropriate party in writing.
  4. We will aim to make a final response to you as soon as possible and keep you reasonably informed as to progress of this. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.
  5. By the end of eight weeks from the receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response or if we have not issued a final response at this time, you may be able to refer the matter to the Financial Ombudsman Service (FOS).

Online Dispute Resolution Service

If you have a compliant regarding one of our products or services you purchased online you can submit this online via the Dispute Resolution Service for consumers.

Online Dispute Resolution Service The European Commission has an online dispute resolution for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way, it will be forwarded to an alternative Dispute Resolution (ADR) entity which will handle the case entirely online and reach an outcome within 90 days. The web address for this Online Dispute Resolution Service is shown below. You are required to quote our email address – admin@covermy.co.uk – when submitting your complaint to the ADR entity and please be aware that they will only be able to consider your complaint after you have provided us with the opportunity to consider and resolve the complaint.
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